MORDECAI - Naro Moru, Kenya

IT HELDESK ADMINISTRATION
 Provide a single technical point of contact for users; via email, phone, and IT helpdesk support system.
 Provision of first line user support on desktop environment, Networking and Business Applications
 Identify/Troubleshoot/Escalate/Resolve critical issues.
 Notify second level support of performance issues and/or downtimes.
 Identify/Document reoccurring issues and present possible solutions.
 Assist with system administration as needed.
 Provide technical and procedural trainings
 Monitor phone volume and ensure adequate staffing coverage.
 Create/Maintain technical and procedural documentation.
 Suggest/Implement innovative idea’s to improve the Help Desk processes.
CLIENT ADMINISTRATION
 Creation and  

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deletion of email account and user accounts
 Sevice provision to user accounts
 Managing request on email access
USER TECHNICAL SUPPORT
 Maintenance, repair, and technical support of a variety of computer systems hardware across a wide range of company operating units.
 Providing support to computer users on day to day activities, providing advanced technical assistance, support, and troubleshooting in the resolution of system communications, failures and conflicts.
 Microsoft outlook support and configuration for uses as well as substantial administrative tasks.
 Network administration, network support and setting up of networks connection for users
 Troubleshoots networks, systems, and applications to identify and correcting malfunctions and other operational problems.
 Software installation, support and documentation, administration and maintenance of software’s running on companies network
 Performs routine, day-to-day hardware and software maintenance to ensure proper upkeep and utilization of systems.
SYSTEM ADMINISTRATION
 Installing and maintaining equipment and software.
 Managing Windows Systems (Windows 2003/2008 and 2008R2 Server, Exchange 2003/2010 and ISA Server for internet security) as well as Linux
 ICT policy creation.
 Ensuring internet and service availability for organization.